Manager, Customer Relations Management

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We’re seeking an experienced and people-focused Customer Relations Management Manager to lead our CRM function, driving operational excellence, and delivering a seamless, customer-centric experience from handover to post-sales engagement.

In this pivotal role, you’ll oversee complaint resolution, process improvements, and team performance – ensuring every touchpoint reflects our commitment to excellence. Your work will directly impact customer loyalty and business growth and contribute to higher satisfaction.

Key Responsibilities

Customer Advocacy:

1. Resolve escalated complaints (general/defects) and manage property handovers, ensuring timely solutions within SLAs.
2. Act as the bridge between customers, internal teams (Sales, Project Management, Facilities) and external stakeholders (JMB, authorities).

Data-Driven Improvements:

1. Conduct satisfaction surveys and analyze trends to identify actionable insights.
2. Design and optimize CRM processes to elevate service standards.
3. Implement CRM system enhancements to streamline workflows and boost efficiency.
4. Mentor a high-performing team through coaching, goal-setting, and cross-functional training.
5. Foster a culture of accountability and continuous improvement.

Strategic Operations & Compliance:

1. Ensure compliance with internal quality standards through regular audits and adherence to company SOPs.
2. Plan and manage manpower resources for effective service delivery.
3. Lead and manage day-to-day customer relations activities.
4. Setup and manage CRM site offices for Handover of Vacant Possession (HOVP) activities.
5. Support other ad-hoc duties as assigned.

Who We’re Looking For

Experience: 6+ years in customer relations, CRM operations, or service delivery with 2 years in a supervisory/managerial role – preferably within the property development, real estate or facilities management sector.

Leadership: Proven ability to lead and manage teams, drive KPIs and collaborate across departments.

Process-oriented mindset with experience in improving customer service procedures and tools.

Empathetic communicator and problem-solver adept at managing stakeholder expectations.

Degree in Business, marketing or related field.

Why Join Us?

Be the customer champion in a company that values service excellence.

Collaborate across departments to drive impact in a visible, results-driven role.

Lead a team in a dynamic environment while influencing customer experience strategy.

Ready to make a difference in how customers experience our brand?

Apply now and help us shape the future of property handovers and post-sales care.